Glossary
A reference guide to the terms you’ll meet in Case Manager. Terms in bold are labels you’ll see on screen.
A workgroup role. Admins can assign and reassign cases to anyone in the workgroup. See Workgroups.
Alert rule
Section titled “Alert rule”The conditions that turn a record into a case, organized into rule groups. See Alert rules.
A record that met your alert rules and needs someone to act on it, such as a customer who gave a low score. Each case has a Case ID, a status, and optionally a priority and an assignee.
Case Details
Section titled “Case Details”The variables your team needs to handle a case, such as the customer’s name and phone number. Shown on the front of each case tile. See Trigger variables and case details.
Case Priority
Section titled “Case Priority”A high, medium or low label set by an alert rule’s Then section. See Routing and priority.
Case status
Section titled “Case status”Where a case is up to: Pending, Open, Complete or Overdue. See Case statuses.
Connect
Section titled “Connect”The dashboard tab where the workgroup posts updates and shares files. See Connect.
Danger Words
Section titled “Danger Words”A comment rule option that matches comments containing danger words from a model and topic you choose. See Comment rules.
Focus Words
Section titled “Focus Words”A comment rule option that matches comments against a Focus Words model, topic or sub topic. See Comment rules.
List management
Section titled “List management”The project settings that control its start date, refresh schedule, piping rule, notifications and SLA. See List management.
Piping Rule
Section titled “Piping Rule”Whether every qualifying case comes through (All Cases) or a capped number each day (Limited Sample). See Piping rule.
Process No Further
Section titled “Process No Further”A rule group option that stops processing once its conditions are met. See Process No Further.
Project
Section titled “Project”A Case Manager setup that connects a data source, a workgroup, alert rules and list management rules. Publishing it creates the case dashboard. See Create a project.
Refresh Schedule
Section titled “Refresh Schedule”How often a project checks for new cases: Real Time, Daily, Weekly or Monthly. See Refresh schedule.
Resource
Section titled “Resource”A workgroup role. Resources can take cases for themselves but can’t assign cases to others. See Workgroups.
Resources (Connect tab)
Section titled “Resources (Connect tab)”Files shared with the team on the Connect tab.
Route To
Section titled “Route To”An alert rule action that sends matching cases to the workgroup members you choose. See Routing and priority.
Rule group
Section titled “Rule group”A set of When conditions, Then actions and the Process No Further option. A project can have several. See How rules are organized.
How long the workgroup has to pick up a new case (Action Within). Cases still Pending after the SLA become Overdue. See SLA.
SpecificKeyword(s)
Section titled “SpecificKeyword(s)”A comment rule option that matches comments containing the words or phrases you list.
Trigger Variables
Section titled “Trigger Variables”The variables your alert rules check, such as a rating, a category or a comment. Shown on the back of each case tile. See Trigger variables and case details.
Workgroup
Section titled “Workgroup”The team that handles a project’s cases. One workgroup can be used in many projects. See Workgroups.